Our client is an innovative global company from the Fortune 500, a Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries.
Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.
A newly conceptualized Digital Eco System is comprised of a set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.
Requirements:2-3 years of experience as a L2/L3 support specialistBachelor's or master's degree in Computer Science or related fieldsStrong experience with CMS, preferably AEM or builder.io or at least WordPressGood understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePointStrong knowledge in network and domain systems administration and configuration, Active Directory, Windows-related policies configuringGood practical knowledge of Unix/LinuxGood TCP/IP knowledgeExperience with monitoring tools (e.g.
New Relic, Prometheus, Grafana, ELK, Splunk)Experience with REST API will be a plusUnderstanding of CI/CD process and implementation experienceStrong knowledge of Service Desk activities, Incident and Problem management principles and practicesExperience using Service Desk and task management software: JIRA, Confluence, ServiceNowStrong communication skills, soft skills, and resilienceGood English level is required, both spoken and writtenEmpathy, psychology, and trusted communication building skills are a plusTo be ready for a 24*7 teamwork, 10h shiftOnly B2B cooperation is possibleResponsibilities:Take active part in issue resolution of any complexity, severity, or scaleSet up new ecommerce websites on production environment, ensuring smooth deployment and functionalityReconfigure components of ecommerce websites via CMS's on production environmentBe reliable, friendly, and trustworthy frontline of the support/service deskRespond and react to incoming issue requestsAssist and help users resolving their issuesExtract and collect issue details from usersProvide consultations and advice to usersReport any scope issues that cannot be resolvedTake part in issue escalation and progress trackingGather and report issue occurrence and resolution statisticsElaborate ideas on improving and optimizing support activitiesEnsure enterprise systems and business continuityProcess, analyze incidents and monitor their fixingBe ready to take a role of Incident Manager in case of Major IncidentsEnsure that RCA is provided/documented for each critical incident (Postmortem)Provide communication with external vendorConcentrate on providing best value for usersLocation: Portalegre, Portalegre District, Portugal
#J-18808-Ljbffr